Chapter 6 Configuring Cisco Applications
About CRS Applications
6-10
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
• Configuring the Busy Application, page 6-6
• Configuring the Ring-No-Answer Application, page 6-8
• Configuring the Unified ICME Translation-Routing Application, page 6-13
• Configuring the Remote Monitoring Application, page 6-15
• Provisioning the Unified ICME Subsystem, page 5-3
Configuring the Unified ICME Post-Routing Application
These applications are used by the Unified IP IVR system to receive calls directly
from Cisco Unified CallManager (Unified CM), which sends the call to the
post-routing route point on the Cisco CRS system.
Note The Unified ICME Post-routing application comes with Unified QM and Unified
IP IVR.
Unified ICME post-routing applications use the CRS server as a queue point for
Unified ICME. In Unified ICME post-routing, the Unified IP IVR system receives
calls directly from Unified CM, which sends the call to the post-routing route
point on the CRS system.
If you configure this route point to run an initial application, such as an
application to welcome the caller and collect an account number, the CRS system
notifies theUnified ICME software about the call, and then waits for further
instructions. If you do not configure an initial script, the CRS system informs the
Unified ICME software about the call, but takes no other action.
After notification, the Unified ICME system runs a script, which can be composed
of many different call-handling steps, including three commands that can be sent
to the CRS system:
• Connect—This request is automatically sent by Unified ICME whenever an
agent is available and the call can be connected to that agent.
• Release—This request releases the call.
• Run VRU Script—This request runs the VRU script.
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